Knowledgebase : Technical, Configuration and Devices > Incisive inCLOUD

If you are experiencing drop-offs or losing connections to your remote server there are several things you can try.

  1. If you are using a wireless connection try using an ethernet cable
  2. Turn off the power-down option on the wireless or ethernet card
  3. Change the connection details on the rdp connection

The following information relates to editing the rdp file.

There is a setting in the .rdp file that can improve the latency of the connection.  If you edit the rdp file with Notepad, find the line saying "ConnectionType" and change the value to a  3  so that the line will look like "ConnectionType:i:3". 

This value effectively tells the rdp connection to be more forgiving (better latency) if there is no response from your router or the remote server and to have more retries.

Because of the targeting of healthcare systems and the need to further protect the Incisive inCLOUD servers from unwanted intrusion, we have applied a restriction that requires your ISP to use the NZ range of IP addresses.  

If you are connecting from outside of NZ or are using an ISP that is providing you with a non-NZ IP address, you will either need to get the ISP to provide you with a static IP (which we will add to the white-list) of use a VPN with a server based in New Zealand.

The VPN we recommend is NordVPN.

  1. Go to and choose the 'Get NordVPN' option

  2. Choose your plan

  3. Uncheck the optional extras (if you want to)

  4. Make payment and create your account
    You will be emailed your account connection details.

  5. Log in to your Dashboard and download the NordVPN client for the operating system you are using.

  6. When the NordVPN has installed and starts up, select New Zealand as the server location.

    You will see a new icon in your taskbar.

  7. When the VPN has connected, start the Incisive inCLOUD connection as usual.

The most usual reason is that you have made too many unsuccessful attempts to login (more than 3) and the Incisive inCLOUD system has imposed a stand-down period of 20 minutes before it will allow further attempts to log in using the same account.  The reason for the stand-down time is to dissuade unwanted hacking attempts to jack-hammer entry to your information.

The steps to try are:

  1. Do you have an internet connection?  Try using your browser and see if your usual news site loads correctly.
  2. Are you using the correct password for the login?  The last two digits on the password should match the last two digits on the login.
    If you have tried multiple times it is probable that your account has been locked as the servers suspect it may be a Denial-Of-Service (hacking) attack.  You can either wait for30 minutes and it will unlock or call the Helpdesk for it to be unlocked manually.
  3. If you are connecting from a computer that you have not done so previously, use the full login name which includes the incloud domain name as a prefix e.g. incloud\mylogin01
  4. Are you using an internet service provider (ISP) that is not using New Zealand based IP addresses e.g. StarLink?  To reduce the potential attack surface we limit access only to NZ based IP addresses.  If you are outside of NZ or not using an NZ based IP address we can provide you with information on how to establish a secure link.
  5. Try using one of your other Incisive inCLOUD logins.

If you have checked these then by now the 20 minute stand-down period has probably passed so you should try to log in again.

If you are still having problems please contact the Helpdesk.


When the Powershell script is run on the local computer, to add the P: mapped drive and credentials, it all completes correctly but the mapped drive may not be visible in Explorer, to the end-user.


Open the command prompt as Administrator and change to the mapped drive.  If it appears when using the elevated Administrator prompt only then the following will fix the problem.


  1. In Registry Editor, locate and then click the following registry subkey:
  2. Right-click Configuration, select New, and then select DWORD (32-bit) Value.
  3. Name the new registry entry as EnableLinkedConnections.
  4. Double-click the EnableLinkedConnections registry entry.
  5. In the Edit DWORD Value dialog box, type 1 in the Value data field, and then select OK.
  6. Exit Registry Editor, and then restart the computer

The Windows 'Language-Bar' pop-up may appear floating on the screen when SPM or PHM is run on an Apple Mac via Remote Desktop or RemoteApp.  It can cause a problem when Checking Dictation because it keeps grabbing the mouse focus away from the Incisive application and it requires extra mouse-clicks to get the check-dictation process to work as expected.

The following steps will hide the Language Bar.

  1. With the Incisive application running, click on the downward arrow on the right side of the floating Language Bar

    Choose 'Settings'

  2. In the 'Switching Input Methods' section, uncheck both the;
       - Let me set different input method for each app window, and;
       - Use the Desktop Language bar.

    or on Server 2022, go to Settings > Devices > Typing > Advanced 

  3. Click Save if the button is visible.

Apple do not recognise or use TWAIN drivers to interact with scanners that are used with their Mac Book computers, so it takes a few more steps to get the scanning options configured and also to complete the scanning workflow.

A short tutorial video displaying the workflow sequence to scan a document, is available from this location


  1. Install the ICA driver for the scanner on the Mac.  Test by using the Apple 'Image Capture' app.
    If the driver doesn't install check that you have sufficient permissions.
    If there is no ICA driver then the following steps will not work and you will have to scan the documents separately then attach, using the Message Centre feature.
  2. Install (or update) the latest TSscan client app (for MacOS) on the computer that is connected to the scanner (
    1. Open the app (Finder > Applications) and select 'Options'.  Then check ON the 'Redirected folder' option.
  3. Go to Preferences in Microsoft Remote Desktop and in the Redirected field, enter in the path to the ...Documents\TSDataDrive 


  1. In the Incisive application, go to Patient > Notes > Scan.  
    1. Choose 'TSScan' as the scanner
    2. Open the 'Advanced' section and check ON the 'Use Shell Scanning' option.  This must be enabled.
      You may also want to enable 'Save Automatically', 'Use Document Feeder' and 'Reverse Background' (if they appear as white text on black).